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Yes, you read it right – Fred Taylor doesn’t work in the Customer Service Deptartment at Southwest Airlines – he works with the Proactive Customer Service – and that makes a pretty big difference, as you’ll realize in the interview we managed to grab with him recently.
Who is Fred Taylor?
Keeping a finger on the pulse of Southwest Airlines’ daily operations and making sure their Internal and External Customers are on the same page is a way of life for Fred Taylor. As the Senior Manager of Proactive Customer Service Communications, Fred is charged with shepherding a unique approach that has its roots firmly embedded in one of the Company’s Core Values—The Golden Rule. Fred and his Proactive Customer Service (PCS) Team of four are responsible for coordinating timely information, guidance, and support during disruptions of Southwest’s scheduled service.
Working with 14 other departments, the PCS Team explores new ways Southwest can operate more efficiently; provide more-effective communications; and implement better Customer accommodations.
To Fred, being proactive means practicing what you preach. As such, through effective internal and external communication/action, Fred and his Team helps Southwest Airlines prudently manage its information, services, and available resources.
Proactive Customer Service – what’s that?
One of the things that Fred mentions towards the end of his interview is that not only do you need a dedicated team, but also have them deliver the same standard of service each and every time. And I think that’s a very important point.
Let’s hear it directly from Fred (click here if you can’t view the video).
So, what do you think? Can what Fred is doing at Southwest Airlines be replicated in other airlines? Do you know of examples of airlines that handle customer service well? Let’s hear it in comments and over on Twitter (@simpliflying)
